How to talk in excellent telephone manner

Telephone manner 

Having a good telephone manner is essential for making a positive impression and communicating clearly. Here are the key points for a strong telephone manner:

Answering the Phone

Answer Promptly: Show you're attentive.

Introduce Yourself and Your Company: Speak clearly. For example:

How may I help you?"

Be Friendly and Welcoming: Your tone should be warm and helpful, even if you're  busy.

During the Call

Speak Clearly and at a Good Pace: Enunciate your words, and don’t speak too fast or too slow.

Listen Carefully: Focus on what the caller is saying without distractions. Use phrases like "Uhhuh" or "I see" to show you're engaged.

Take Notes: Write down important details such as names, numbers, dates, and the purpose of the call to help you remember.

Ask Questions: If you don’t understand something, ask for clarification. Use polite questions like:

·         "Could you please repeat that?"

·         "Just to confirm, you're saying...?"

·         "Could you spell that for me?"

·          

If you need the caller to be on hold

Put the Caller on Hold Politely: Always ask for permission first and explain why. For example:

·         "May I place you on hold for a moment while I check on that?"

 

Thank them for holding when you return.

 

If you need to transfer the call

Transfer Calls Efficiently: If you need to transfer a call, make sure you have the right person. Let the caller know you're transferring them and to whom. If possible, explain why.

 

Grieving caller(someone is calling with a complaint)

Handle Upset Callers Calmly: Stay calm and polite, even if the caller is upset. Listen to their concerns, apologize if needed (without admitting fault if it's not yours), and try to help or direct them to someone who can.

 

Avoid Slang or Unprofessional Language: Keep your tone respectful and formal. Focus on the Caller: Don’t have side conversations or multitask while on the call. Minimize Background Noise: Reduce distractions around you.

 

Ending the Call

Summarize the Conversation (if needed): Briefly go over any action items or next steps.

Check for Questions: Ask if the caller has any further questions. "Is there anything else I can help you with today?"

Thank the Caller: Show appreciation for their call. "Thank you for calling.

End Positively: Always close the call in a friendly and professional way.

Let the Caller Hang Up First: This prevents cutting them off if they have something to add.

Some  Tips

Smile While You Talk: A smile can warm your voice, even though the caller can’t see you.

Speak with Confidence: Use clear and confident speech.

Be Patient: Give the caller time to explain what they need.

Be Helpful: Try your best to assist the caller.

Practice Active Listening: This is a key part of good telephone communication.

Know Your Company’s Policies: Be familiar with how to manage different types of calls and common questions.